Conn's Home Plus

Thank you for the opportunity to respond to Ms. [redacted]' concerns regarding account [redacted].  Ms. [redacted] stated she had four payments post to her account in error.  According to our records,  Ms. [redacted] scheduled a payment to process to her Conn's account through our webpay system on...

September 20, 2015.  On September 21, 2015 that payment was reversed.   On September 22, 2015 another payment was processed; however, that payment was canceled on that date.  On September 24, 2015 a payment credit was processed due to the overpayment.  We have attached a copy of the payment confirmations for Ms. [redacted]' records.  We value Ms. [redacted] as  a customer and sincerely apologize for any inconvenience she has experienced due to this matter.  We ask that Ms. [redacted] please allow *-5 business days for the credits to process.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on10/15/16, Mr. [redacted] purchased a [redacted] HE Gas dryer which comes with a 1-year limited manufacturer’s warranty. We researched Mrs. [redacted]’s complaint and found that he contacted our Customer Service department...

via email on 1/29/17 stating that when he purchased his dryer, the sales associate entered the incorrect billing address on the sales receipt and requested to have the information corrected. Our customer service department spoke to Mrs. [redacted] the following day and informed her that we were unable to change the address on a sales receipt however; we would update the address in our system. Although we are unable to reprint a new sales receipt, we have attached screenshots of Mr. [redacted]’s purchase which includes the correct address. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 9/03/15, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s complaint and found that she contacted our...

service department on 1/07/17 stating her dryer is not spinning. A service appointment was scheduled for 1/19/17; during the inspection the technician a new motor was needed for repair. Once we received the part, the technician returned to Mrs. [redacted]’s residence on1/25/17 and installed the new motor. However; the technician did report that Mrs. [redacted] has an electrical issue with her outlet and would need to contact an electrician. Mrs. [redacted] was advised that based on the technician’s service report, a new motor was installed, but she would need to have an electrician inspect her outlets. We show on2/15/17; a new service ticket was created in attempts to have the unit exchange. However; on 2/21/17 Mrs. [redacted] was contacted and made aware that her unit does not meet the qualification for an exchange. Mrs. [redacted] was also offered the option to have a different technician assess the dryer for a second opinion, but she refused and requested an exchange, therefore; the service order was canceled. Our records show on 3/02/17, Mrs. [redacted] contacted our service department again for repairs and requested a different technician inspect the unit. Mrs. [redacted] is currently scheduled to have a technician re-assess her dryer; once the unit has been inspected, we can determine what further actions are required. Although Mrs. [redacted]’s dryer does not meet the qualifications for an exchange at this time, we will continue with any covered repairs. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]Customer Relations

Thank you for
the opportunity to respond to Mr. [redacted] concerns regarding his account.  Mr. [redacted] stated he has been asking that his
due date be changed from the 15th of the month to the 1st
of the month.  He also stated we violated
his First Amendment because we...

attempted to contact him on Sunday.
 
According to
our records, Mr. [redacted] signed a 32-month retail installment contract on
November 2, 2013.  At that time Mr. [redacted] accepted the 15th of the month as his due date.  We are unable to change his due date to the 1st
of each month; however, we can move the due date 10 days out to the 25th
of the month if this would be helpful. The account has to be current in order
for us to change the due date.   
 
When the
payment is late, we start call attempts to ensure the payment will be made in a
timely manner.  It is a normal practice
for our company to begin call attempts on the first day the payment is
late.  To prevent the calls, Mr. [redacted]
has the option to pay online, in his local Conn’s store, by phone or by mailing
the payment before the monthly due date. 
 
Please note,
when a customer has one telephone number listed for two accounts, this results
in multiple call attempts when both accounts become past due.
 
We value Mr. [redacted] as a customer and appreciate him bringing this matter to our
attention. 
Thank you,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
  Ok. I'll take the 10% off since it's all that has been offered, but I am still wanting to return the product. I have contacted y'all in regards to the return several weeks ago and was told I would receive a call back within 24hrs to be given an exact time. This was a couple weeks ago. I have yet to receive a call back. Someone needs to come pick up the fridge, we have purchased another one already from a great company with great customer service skills! Too bad we couldn't keep doing business. I really wanted to exchange and give business to conns, for the sake of the nice employees at the store, but unfortunately customer service isn't all that great, it's like pulling teeth just to get what was their fault taken care of.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We appreciate Mrs. [redacted] bringing her concerns to our attention.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed and resolved.  Our records indicate an exchange was approved...

on 12/22/15 for Mrs. [redacted] to replace her washer.  We show Mrs. [redacted]’s exchange was initiated and her new washer was delivered and received on 12/28/15 in good order.  We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252Kind regards,Jana A[redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. Mrs. [redacted] was contact** by
phone as request** through the Revdex.com.  Mrs. [redacted] express** her concerns and
provid** the two estimates that had been forward** to Home Delivery Link.  We do understand...

Mr. and Mrs. [redacted]’s
frustration and typically this type of issue is address in a timelier manner.
Bas** on the information we were provid** the claim was originally deni**
because the damage found was not consistent with damage normally cause by this
type of delivery.  Although we do not show the deliverymen conc[redacted] that
they caus** the damage, the third party delivery company did request two estimates.
 Both estimates provid** by Mrs. [redacted] show they would be able to replace
the flooring with like product in the entry, living room, dining room and
kitchen.  
Until this point Mr. and Mrs. [redacted]’s damage
claim was being handl** by our third party partners.  Due to the delay**
processing Conn's has submitt** the damage claim to our insurance company to
handle.  The claim was submitt** to them today and can take up to 24 hours
for an adjuster to be assign**.  I have provid** the insurance companies
information below.  Once an adjuster has
been assign** Mr. and Mrs. [redacted] will be provid** the adjusters name and
contact information.
[redacted]
Loss No. [redacted]
Sincerely,
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on [redacted] top load electric dryer with a 48-month Repair Service Agreement.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:A consumer has...

30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee and if your product fails whileunder manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties.Mr. [redacted] elected to have his dryer delivered; which was completed onSeptember 7, 2015.   We researched Mr. [redacted]’s complaint and found he contacted us onOctober 26, 2016; stating the dryer was making a strange humming noise.  We show Mr. [redacted] was scheduled for service onOctober 31, 2016; however at Mr. [redacted] request the service order was rescheduled.  OnNovember 1, 2016andNovember 2, 2016we attempted to contact Mr. [redacted] to reschedule but we were unsuccessful and due to no contact Mr. [redacted]’s service order was cancelled.  OnNovember 8, 2016, a new service order was created and Mr. [redacted] is currently scheduled for service on Monday November 14, 2016.Our records indicate we have a part on hand (idler pulley) if the pulley is defective; repairs are scheduled to be completed onNovember 14, 2016.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.      Kind regards,     Jana [redacted]

Thank you for the opportunity to respond...

to [redacted]
complaint.  Our records show on 6/28/14, [redacted] purchased a [redacted] furniture set which consisted
of four pieces (chair, loveseat, sofa, and ottoman) with a 48-month
Furnituregard Plan on all four pieces and a [redacted]
sideboard with a 48-month Furnituregard Plan.  [redacted] signed
invoice indicates at the time of purchase she acknowledged she was provided a
copy of the Furnituregard Plan brochure and that she understood the coverage
associated with the product(s); [redacted] also signed acknowledging she
received a copy of the Return and Exchange Policy which stated: Furniture can
be Exchanged Only within
14-days for furniture of equal or greater value with the required $129.00
exchange fee. 
 

After researching [redacted] complaint we found she contacted
our service department on 3/14/15 regarding her [redacted] (sofa
and loveseat); stating the sofa cushions were sinking in and the loveseat arm
seam was opening and the cushions were sinking in.  Our records indicate
we attempted to contact [redacted] on multiple occasions by the number that
is associated with her purchase and the alternate number she provided when
creating the service call dated from (3/18/15, 3/21/15, 3/23/15, and3/25/15) to
schedule service; but we were unsuccessful in those attempts, therefore [redacted] service order was cancelled on 3/31/15 due to no response. 

 

Although, we are unable to honor [redacted] request to return or
exchange her sofa and loveseat; we will be more than happy to service her
sofa and loveseat.  [redacted] will need to provide a contact number
to schedule a service appointment or contact our service department at [redacted] to schedule an appointment that is
convenient for her.

 

If we may be of further assistance, [redacted] may contact our
Customer Service Department at [redacted].

     


 
Kind regards,
 
 
[redacted]










5/1/2015

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 1/28/14, Mr. [redacted] purchased the [redacted] living room furniture which consists of two pieces (sofa and loveseat) and elected to purchase a 48-month FurnitureGard Plan. Mr. [redacted]’s furniture was...

pickup from our [redacted] warehouse on 2/1/14 and signed as received in good order.The furniture set that was purchased on 3/2/15 was brown in color and not putty as shown in the pictures that we have attached.We reviewed Mrs. [redacted]’s complaint and found she first contacted our service department on 8/18/15 (over a year) stating the thread is unraveling on both the sofa and loveseat. A service appointment was scheduled for 9/12/15; during the inspection the serviceman found both the sofa and loveseat with scuff marks on the back upper corner where the unit is hitting the wall. The serviceman also found unraveling thread on the back lower arm of the sofa and was able to clip the trading to complete repairs. After reviewing the serviceman’s finding and photo’s provide; the back cover on both the sofa and loveseat displays signs of the back rubbing against another object which is not covered under the Terms and Conditions of the FurnitureGard Plan. We show Mrs. [redacted] contacted our service department again on9/24/15 for spot cleaning on both the sofa and loveseat which is currently scheduled for 10/17/15.Although Mrs. [redacted]’s furniture does not meet the qualifications for an exchange at this time; we will continue with any covered repairs.We have also forwarded this complaint to our Furniture Specialist to address the issue regarding the serviceman who assessed Mrs. [redacted]’s furniture.  We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.If we may be of further assistance, Mrs. [redacted] may contact Customer Service at [redacted].Kind regards,Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 11/15/15, Mrs. [redacted] purchased a LF French Door refrigerator and elected to purchase a 24-month Repair Service Agreement Plan. We reviewed Mrs. [redacted] complaint and found she contacted our...

service department on 6/6/16 stating her refrigerator is not cooling. A service appointment was scheduled for 6/7/16; during the inspection the technician found a part was needed for repairs. We order the part to repair the unit through the manufacturer however; the part was delivered to the wrong location and had to be re-shipped. Once we received the part Mrs. [redacted] appointment was scheduled for 6/21/16. The technician reported he installed the part and tested the refrigerator and the unit was functioning properly. The technician did follow up with Mrs. [redacted] on 6/22/16 and confirmed the refrigerator is cooling. Although we are unable to honor Mrs. [redacted] request; we have received her food loss claim for processing. As listed under the Terms and Conditions of the RSA Plan Conn’s will provide; verified food loss of up to $150 on refrigerators, per occurrence, over the term of the Agreement as a result of a covered failure If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding credit marks received on his accounts. 
 
According to our records [redacted] refinanced his accounts
in [redacted] 2014. 
There was a delay in the process due to paperwork not
being...

returned. 
At that time we agreed to remove the credit marks
received due to the delay in the refinancing process.
 
We have removed all but one 30 day credit mark assessed
on the accounts. 
The one 30 day mark was earned and we are obligated
to report factual information to the credit bureaus.
 
Please allow 30-60 days for the credit bureaus to update
their information.
 
We value [redacted] as a customer and sincerely apologize for any
inconvenience he has experienced due to this matter. Thank you,[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’ concerns regarding account [redacted]1830.  Ms. [redacted] stated she believes the 30-day credit mark assessed on her account should be removed.   According to our records, Ms. [redacted] signed a 32-month retail installment contract on March...

23, 2016. She agreed to have her minimum monthly payment due on the 7th of each month.  On November 6, 2016, Ms. [redacted] made a payment of $93.07.  That payment credited the account for the payment that was due on October 7, 2016 which is 30 calendar days after the due date.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit mark assessed on the account due to the payments not being made timely. We have included a copy of Ms. [redacted]’ payment history for her records.   Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with your account.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated she paid
off her account in November of 2014; however, the account remains opened.
 
According to
our records, Mrs. [redacted] signed a 30-month retail...

installment contract on
October 29, 2013.  This contract included
a 12-month no-interest financing promotion. 
This promotion included $1449.94 for the product, $119.62 for the sales
tax and $150.31 for the property insurance. 
This brought the account total to $1719.87 that needed to be paid in
full before the 12-month no-interest financing offer expired on October 29,
2014.  Mrs. [redacted] paid a total of
$1664.45 which left an invoice shortage of $72.84. 
 
As a one-time
offer and a goodwill gesture, we are going to reinstate the Cash-Option, concession
the $72.84 and close the account.
 
We ask that
Mrs. [redacted] please allow 7-10 business days for the account to close.  Once the account has closed, Mrs. [redacted] will
receive a close out letter in the mail within 30 business days of the final
close-out date.
 
We value Mrs.
[redacted] as a customer and apologize for any inconvenience she has experienced
due to this matter.

Thank you for the opportunity to respond to [redacted] complaint regarding the $100.00 concession that he was offered at the time of
delivery.  After researching [redacted] complaint we found his refund check was mailed on [redacted] 21, 2014.  Unfortunately, our system did...

not show the
correct zip code therefore, his refund was mailed to the wrong address.  The postal service returned the check to the sender
because they were unable to forward.  Conn’s
would like to apologize to [redacted] for the error and the delay in
receiving his refund. We have corrected the address and remailed his refund check
to the address as shown on the Revdex.com complaint.
 
If we may be of further assistance, [redacted] may contact us
at [redacted].
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted].  [redacted] stated she paid her account balance in full, but the account remains open and has reported to her credit.   According to our records, [redacted] signed a 30-month retail installment...

contract on May 22, 2014.  That contract included our 6-month no-interest financing promotion (“cash-option”).  She contacted us on August 27, 2014 and received a payoff quote of $953.04.  She scheduled that payment; however, the account did not close.  [redacted] made a payment of $150.00 on August 20, 2014 but that payment was returned by her financial institution on August 28, 2014 causing the account to remain open.    [redacted] contacted us on August 19, 2016 and we agreed to reinstate the “cash-option,” close the account, reverse the credit marks and refund any over payment amount that is due.  We ask that [redacted] please allow 10-14 business days for processing and allow the credit bureaus 30-60 days to update their records.    Conn’s values [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he mailed a check for $672.88 to pay off two of his accounts, but the payment was applied to the incorrect accounts.    According to our...

records, Mr. [redacted] made a payment of $672.88 on March 8, 2016.  That payment was applied to account [redacted].  The balance on this account was $112.32.  The remaining payment of $590.18 was then moved to account [redacted].  Mr. [redacted] did not want the funds applied to account [redacted].    On April 22, 2016 we applied the remaining funds of $590.18 to the accounts Mr. [redacted] wanted the funds applied to.  We have attached copies of Mr. [redacted]’s payment histories as verification.    Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he may have experienced due to this matter.    Thank you, Cheryle [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  on a side note, Not that someone should ever expect to be in a position like this but the company handled it the way you would expect a good company to do so. Very sorry about how we got to this point but I thank Conns very much for honoring their initial promises. Will gladly shop with them in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]David who is the district manager over the [redacted]/. store who told me he needed to call [redacted] Corporate Headquarters and if they told him it was OK for to sell me that TV for $449.99 that he would honor that price. I called [redacted] myself and they told me Conn's buys the TV's in bulk and they could care less what Conn's sells them for. David was supposed to call me back the next day, he did not. I finally reached him the following week and he told me he would not be able  to honor the $449.99 because [redacted] told him he could not. David lied to me and went back on his word.
Regards, [redacted]

Thank you for the opportunity to respond to Mrs. S[redacted] additional
comments.  Our records show Mrs. [redacted] contacted us again on 6/05/15 regarding her sofa, nightstand, and dresser.  We show
Mrs. [redacted] is scheduled for service on 6/27/15; once we receive the
serviceman service report we will be able to determine what further action is
needed. 
 
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.
 
 
Kind regards,
 
Kathryn J[redacted]